Digital and Technology Support Technician

Employment: Contract

Responsible for the provision of the following functions, with additional support from the Managed Services Provider as required:

Service Desk

• Single Point of Contact
• Tickets to be opened through various channels including Web browser, Desktop client, Mobile Application, Email, SMS, Chatbot and Call center (System to be provided by DNEC).
• Incident and Request Lifecycle Management
• Escalate complex matters to next level support
• Contribute FAQ's and Knowledge Article
• Customer Survey Feedback
• Call Quality and Auditing
• Service Desk Training and Improvement Plan
• Provisioning of End User Accounts
• Password Resets
• End User Software Provisioning
• Communication and Alerts
• End User On Site Support:
• Second Level Case Handling
• IT Software Provisioning
• End Point Devices Management (Laptops, Desktop, Mobile Phones)
• Employees hire to retire support
• Workplace IMAC (Installation, Moves, Additions and Changes) support

Smart Office:

• UCS (Unified Communication System) / IP Telephony Management
• Multi-Function Printers/Scanners Management
• Digital Signage Management
• Meet Room Booking System Management

Requirements:

End User On Site Support:

• Second Level Case Handling
• IT Software Provisioning
• End Point Devices Management (Laptops, Desktop, Mobile Phones)
• Employees hire to retire support
• Workplace IMAC (Installation, Moves, Additions and Changes) support

Smart Office:

• UCS (Unified Communication System) / IP Telephony Management
• Multi-Function Printers/Scanners Management
• Digital Signage Management
• Meet Room Booking System Management